Insurance Inforce Service Coordinator

4 weeks ago

Halifax, Canada Manulife Full time

**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you. _**

**Working Arrangement**

Hybrid

**Insurance Inforce Case Coordinator**

The Inforce Case Coordinator is a member of our Distributor Relations and Learning Team, who has passion for building lasting relationships and delivering best in class service. We support our Elite Advisors who bring in 53% of our new regular premiums and our Key Account distributors who bring in 80% of our revenue.

As someone who is empathetic, professional, highly organized, and tenacious, you will bridge internal processes and teams to facilitate distributor requests. You will be required to effectively organize, prioritize, and collaborate with numerous teams to ensure we deliver efficient end to end service for our Elite advisors and distributors.

This role will deliver superior service in the Canadian segment focused on building strong relationships putting the customer at the center of everything we do.

**Key Accountabilities**:

- Create an outstanding service experience with the goal of prioritizing and handling their inquiry.
- Develop meaningful relationships by collaborating with our internal business partners to ensure we are supporting our most valued partners and exceeding their expectations.
- Effectively communicate and collaborate with internal teams to facilitate complex processes and case resolution across multiple areas, ensuring timely execution of all requests, while keeping your contacts continually informed.
- Resolve any problems or bottlenecks that occur with an inquiry by taking full accountability from start to finish and only closing the case once satisfactory resolution has been achieved.
- Consistently maintain high performance targets while demonstrating the highest level of professionalism and empathy.
- Support peers by sharing knowledge and work across the team to balance volume and service levels.
- Proactive and forward thinking to make recommendations for change, reduce waste and improve the overall distributor experience.

**Job Requirements**:

- Typically, post-secondary education or equivalent work experience
- Typically have 2+ years progressive customer service skills
- Sound insurance knowledge across all Insurance product lines including legacy products is an asset
- Bilingual French is an asset

**Competencies**:
**Excellent relationship management**:Ability to build and maintain positive and solid relationships with internal and external customers

**Outstanding Communication**: Expresses ideas and shares information clearly, concisely and thoroughly, articulates messages, modifies approach and builds connections/trust.

**Influence and Persuasion**: Moves others to take corrective actions on behalf of Manulife’s external customers; influences without formal authority; ability to handle and overcome objections and resistance

**Collaboration**: Fosters productive working relationships across diverse groups to produce superior solutions; builds beneficial networks to achieve collective business goals; ability to work effectively with various stakeholders throughout Canadian Insurance segment

**Knowing the Business**:Stay current on Manulife’s customer strategies; working knowledge of Canadian Individual Life Insurance various products and functions

**Solution Focused**:Owns problems through to resolution; demonstrates the ability to make sound and timely decisions, applies analytic/systematic reasoning to positively impact results, organizational performance, and the customer experience

**Exceptional Time Management and Organizational Skills**:Ability to manage high volumes of cases within aggressive deadlines by balancing new and existing cases and shifting priorities.

**Coordonnateur ou coordonnatrice de dossiers pour les contrats d’assurance en vigueur**

Le coordonnateur ou la coordonnatrice de dossiers en vigueur est membre de notre équipe Relations avec les distributeurs et formation. Cette personne est passionnée par l’établissement de relations durables et offre un service hors pair. Nous soutenons nos conseillers Élite qui apportent 53 % de nos nouvelles primes périodiques ainsi que nos distributeurs chargés des comptes principaux qui génèrent 80 % de nos revenus.

La personne retenue fera partie d’une équipe attitrée à la coordination de contrats en vigueur ayant reçu une formation polyvalente sur notre gamme diversifiée de produits d’assurance individuelle. Elle offrira un service prioritaire sur mesure aux conseillers Élite et aux distributeurs chargés des comptes principaux entre 8 h et 19 h (HE). Elle donnera le meilleur de Manuvie en incarnant nos valeurs à chaque interaction : Prends la sit

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